Implementation Consultant II

Primary responsibilities will include:

Troubleshooting and Issue Resolution:

• Diagnosing and resolving complex technical issues related to SIS and CRM customizations and integrations
• Analyzing error logs, system logs, and other relevant data to identify root causes of problems
• Implementing effective solutions to address reported issues

Upgrade Planning and Execution:

• Collaborating with customers and internal teams within organization to assess the impact of software upgrades on customizations and integrations
• Developing comprehensive upgrade plans, including testing strategies and risk mitigation measures
• Executing upgrade processes, ensuring minimal disruption to customer operations post upgrade

Post-Upgrade Recertification:

• Thoroughly testing customizations and integrations to verify functionality and performance post-upgrade
• Identifying and addressing any issues arising from the upgrade process in the customizations and integrations
• Documenting and communicating the outcomes of recertification activities to customers

Knowledge Base Management:

• Contributing to and maintaining a comprehensive knowledge base of troubleshooting techniques, best practices, and common issues
• Sharing knowledge and expertise with the support team to improve overall efficiency and problem-solving capabilities

Customer Communication:

• Effectively communicating with customers regarding issue status, resolution timelines, and potential impacts
• Providing clear and concise explanations of technical issues in a non-technical manner
• Building strong relationships with customers, fostering trust and collaboration

The Candidate:

Required skills/qualifications:

• At least 2 years of experience in technical support or implementation roles, preferably in the education or software industry
• Strong understanding of Campusnexus CRM and Anthology Student, including customizations and integrations
• Proficiency in SQL and other relevant scripting languages
• Experience with troubleshooting complex technical issues
• Excellent problem-solving and analytical skills
• Strong written and oral communication skills
• Ability to work independently and as part of a team
• A customer-centric approach and a commitment to providing excellent support
• Fluency in written and spoken English

Preferred skills/qualifications:

• Understanding of integration between CampusNexus CRM and Anthology Student
• Understanding of Anthology Student integration with Learning Management Systems
• Experience in ticketing tool Salesforce - Service Console